1. The Sanctuary Protocol (Condition & Safety)

• The Kitchen Standard: Cooking is strictly centralized. No kitchen appliances (microwaves, hot plates, etc.) or open flames (candles/incense) are permitted in bedrooms.
• Always Clean: Members are responsible for keeping common areas "Showroom Ready". Sinks must remain clear, and personal belongings should be kept within private suites.
• Safety First: Never share your access codes/keys. We maintain a zero-tolerance policy regarding firearms or illegal substances to protect the Sanctuary.

2. The "Always On" Tech & Utility Etiquette

• Solar Intelligence: We ask Members to be "Solar Smart"—using high-drain appliances (irons/dryers) during peak sunlight hours to preserve the battery bank for the night.
• Climate Integrity: Windows must remain closed when climate control is active to ensure systems remain efficient.
• Network Priority: No private routers or boosters are permitted as they may interfere with the "Always On" connection for others.

3. Professional Conduct

• Quiet Hours: "Quiet Time" is observed from 22:00 to 07:00 daily.
• No Smoking: Zuva is a 100% smoke-free environment to preserve air quality and finishes.
• Guest Policy: No overnight guests are permitted without prior registration through the Member Portal.

4. Asset Management

• Furnishings: Every piece of furniture is curated for the brand. Do not remove Zuva pieces from common areas.
• Maintenance: If you notice a maintenance issue, report it immediately.
• The Plumbing Rule: Only toilet paper may be flushed. Foreign objects found in the system will result in a professional plumbing fee passed to the Members.

5. Integrity & Community

• Business Use: The home may not be used for client meetings or high-traffic commercial business.
• Management Access: Staff or vetted contractors may enter common areas or rooms for scheduled maintenance and safety checks.
• Weekly "Glow-Up": Zuva provides a professional cleaning crew for all common areas weekly.

1. The Zuva Member Score

Your score reflects your contribution to the house environment and dictates your standing within the network:

• High Standing (Green): Priority booking for new properties and "Member-Only" networking.
• Review Status (Yellow): Triggered by minor violations (noise, utility wastage). A recovery plan will be initiated.
• Termination Status (Red): Severe or consecutive breaches lead to immediate review. If terminated, a Notice to Vacate will be issued.

2. Professional Accountability (Fines & Recovery)

Violations of the Zuva Sanctuary Protocol result in:

• Recovery Fees: Technical repair or professional cleaning costs passed to the Member.
• Safety Surcharges: Actions compromising solar/fire safety (e.g., using space heaters) result in a fine to protect the collective.

3. The Zero-Tolerance Policy (Safety & Integrity)

The following lead to immediate termination of Membership:

• Violence & Harassment: Physical or verbal threats toward Members, staff, or neighbors.
• Illegal Activity: Possession of illegal substances or unlicensed firearms on the premises.
• Identity Integrity: Subletting or using a false identity to access a Zuva property.

4. Utility & Infrastructure Etiquette

Utilities are a precious shared resource.

• Solar Responsibility: Members who damage the battery bank through negligence or bypass solar protocols will be held financially responsible for restoration.
• Network Ethics: Activities that intentionally degrade the connection for others (unauthorized boosters) are a breach of the Zuva Standard.

5. Professional Resolution

Disagreements should be handled with professional courtesy. We do not tolerate "nuisance complaints"—feedback must be honest, constructive, and reasonable. If a conflict persists, a Zuva Manager will mediate.

1. The "Peer-First" Approach

We encourage Members to resolve minor inconveniences (e.g., a dish left in the sink) with a direct, professional conversation. As high-performers, we value clear communication and mutual respect.

2. Digital Incident Reporting (WhatsApp Command Center)

For recurring issues or breaches of the Sanctuary Protocol (bedroom cooking, solar misuse, unauthorized guests), message the Zuva Management Line directly.

• How it works: Send a description. Anonymous requests are honored; we handle interventions as a general "Management Audit."
• Why it matters: Ensures Zuva Scores are updated, maintaining a high-status community.

3. Protecting the Infrastructure

Report technical issues—solar inverter codes, internet outages, or plumbing leaks—immediately.

The Reward: Proactive members are recognized as "Preferred Members," receiving priority for room upgrades in flagship locations.

4. Emergency & Safety Protocols

• Emergency Services: Contact MARS, ACE, or ZRP first if there is a threat to life or property.
• Zuva Emergency Line: Alert us once safe so we can deploy our security partners to the site.
• Violence Policy: Any act of aggression results in immediate termination and removal, supported by our security team.

1. The Review Process

• The 72-Hour Window: Requests must be submitted via Zuva Management WhatsApp or email within 72 hours. High-performers act fast; we do too.
• Objective Evidence: We require clear documentation (photos, time-stamped messages, or utility logs). We do not act on hearsay; we act on data.
• Resolution Timeline: Management will audit the incident and provide a final decision within 3 to 5 business days.

2. Policy Clarifications

• Asset Protection is Final: Decisions regarding the safety of "Always On" infrastructure (Solar, Starlink, Fire Safety) are prioritized. Fees are rarely waived if connectivity is at risk.
• The "Clean Break" Rule: If terminated, the Member must successfully transition out by the specified date before future eligibility can be reviewed. Move-out dates are not paused.
• Non-Reviewable Items: Individual Peer Feedback and Zuva Scores are reflections of the collective experience and are not subject to review.

4. Integrity of Review

Submitting false evidence or harassing staff during a review is a breach of the Zuva Conduct Standard and will result in immediate and permanent membership termination.

1. Immediate Response Protocol

• Primary Action: Call local emergency services or designated private security (e.g., Safeguard/Fawcett/ZRP) immediately.
• Secondary Action: Notify the Zuva Emergency Line via WhatsApp or Phone once in a secure location.
• Management Intervention: Zuva will alert the property owner and deploy security partners to the site to restore order if necessary.

3. Legal Protection

Zuva honors all legally served Protection Orders (Peace Orders) issued by Zimbabwean courts. Aggressors will have access codes deactivated and membership terminated instantly upon receipt of paperwork.

4. Member Support & Peace of Mind

• The Zuva Pledge: Management works directly with impacted Members to stabilize the environment.
• Relocation Support: Prioritized transition to alternative flagship properties or support in securing temporary accommodation.

5. Conflict De-escalation

We expect all disagreements to be handled through professional dialogue. Aggression (verbal abuse, yelling, or intimidation) results in a Level Red Zuva Score, mandatory review, and a final warning.